Delayed feedback on the Lost cellphone claim

I was on a cellphone contract with Telkom and when I lost it,I submitted a claim on the 2nd of January 2019 it’s been a a year and a half now and I still haven’t received a concrete feedback or a cellphone. Their reasoning is that the process is slow due to the COVID-19 pandemic but I have spent the entire year without a cellphone of which I am still paying for it.